ATM Deposit-Technical Error

5th August while depositing cash into an ATM , suddenly it showed Technical error while counting the money and no deposit was reflecting , Nedbank representative was available inside the ATM and advised me to log a call so they can refund me, but the horrible experience i get from Nedbank is not good , my money cant be refunded in what terms they dont say . Its quite alot of money that they dont want to refund me. If Nedbank is willing to asssit with my money back.